We have started a collaboration with ElevenLabs
🕗 1 minute | June 8, 2026
As one of the first airlines in the world, we have started a collaboration with ElevenLabs, a company offering advanced AI technologies.
Real support for passengers and Contact Center employees
As part of this collaboration, we are implementing a pilot solution called ElevenAgents — an intelligent voice assistant designed to support hotline operations.
For passengers, this primarily means:
- shorter waiting times for calls,
- faster answers to the most frequently asked questions, such as those related to bookings, travel changes or flight details,
- the ability to handle simple matters immediately, without waiting in a queue,
- more efficient transfer to a consultant in more complex cases, together with all the necessary information.
The new solution does not replace human contact, but complements it. It handles standard queries, allowing consultants to support passengers who require individual assistance more quickly.
The tool will also play a key role during periods of increased operational traffic, when the number of passenger contacts naturally rises. Thanks to its ability to handle a large number of similar queries simultaneously, it will help maintain high service availability while reducing waiting times.
“The aviation industry has always been synonymous with innovation and technological progress. In addition to investing in state-of-the-art aircraft and expanding its route network, LOT is consistently implementing the latest technologies across further areas of its operations, including those that enhance the quality of passenger service. Cooperation with ElevenLabs, a leader in its segment, will allow us to improve the quality of passenger interactions while ensuring faster service. This means higher quality, comfort and accessibility for passengers at every stage of their contact with LOT.”
— Michał Fijoł, President of the Management Board, LOT Polish Airlines
Future plans
The collaboration between LOT and ElevenLabs will begin during the summer season to ensure the highest quality of this innovative and continuously developed solution. At the initial stage of testing, the service will be available during selected hours in Polish and English.
In the long term, the plan is to increase the number of supported languages and introduce similar improvements across other contact channels, including chat and the LOT mobile app.
“At ElevenLabs, we believe that the best technology should communicate the way people do. The aviation industry has always been eager to embrace innovation, and we are proud to be working with LOT to create next-generation experiences. Together, we are helping to deliver better travel experiences while ensuring that service teams can focus on situations where personal support matters most.”
— Mati Staniszewski, Co-founder and CEO of ElevenLabs
Read more about our initiatives
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We inaugurated the connection to San Francisco!
We are hosting the TIACA Global Executive Summit 2026
Vistula x LOT: Elegance in the Journey
